1. `iCARE` Improving our patients, clients and service users experience (with grateful thanks to Yeovil District General Hospital Foundation Trust)

2. Before we start Be here in the session: Mobile phonesFire alarm Toilets Break times Confidentiality Open minds, fresh eyes Listen to and respect for each other Relax and enjoy

3. Outline of session iCARE Philosophy How do we influence behaviour? How do we listen? Patient Experience Team Sharing magic moments / celebrating success

4. Learning outcomes By the end of the session the learner will be able to : Describe the iCARE Philosophy Describe how we influence behaviour Describe 5 different ways in which we engage and involve people Be aware of what support Patient Experience Team offer

5. Timings of session Introductions 10mins iCare Philosophy 20mins Headlines / Group work 50mins How do we listen 30mins Patient Experience Team 15mins Magic Moments 15mins

6. Introducing the concept of Patient Experience Who are our customers Everyone’s talking about it Why patient experience is important in the new NHS Great Expectations Whose responsibility

7. iCARE within BCHC iCARE sets out a number of principles staff should follow when working with each other and with patients

8. iCARE Philosophy The i stands for the individual, which is a reminder that it must treat people as people, and also the fact that every member of staff has a fundamental role to play. CARE refers to good, clear Communication, a positive Attitude, Respect and a clean, safe and welcoming physical Environment which is both a good place to be a patient and a good place to work.

9. Managing expectations What do our customer want from us What do they want to see What do they want to hear What do they want to experience

10. Headlines What do the public, patients and carers say about us? What do we want our public, patients and carers to say about us?

11. How do we influence behaviour i - individualised, inspiring, influencing, innovating C – Effective Communication A – Positive Attitude R – Respect for patients, carers and staff E – Environment conducive to care and recovery

12. Group work First thoughts? What went wrong? What could have been done differently? Lessons learnt?

13. What we do well

14. iCARE Customer Care Standards ValueHuman Rights Standard iCARE customer care standard Our promise to you….. Accessible We will provide a range of services that reach out into the community and meet individual need where everyone counts; celebrating diversity and valuing difference Equity Patients and service users feel welcomed Staff are confident in how we meet and greet patients and customers I will greet you with a smile I will introduce who I am will ask you by what name you would like to be referred to I will listen to you carefully I will treat you as an individual

15. iCARE Customer Care Standards ValueHuman Rights Standard iCARE customer care standard Our promise to you….. Responsive We will listen and work with our service users and partners to meet needs and improve health and wellbeing. We will encourage innovation and excellence, celebrating success and learn from experiences Inclusion Patients and service users hear are not overheard Staff are skilled in giving information to patients, other staff and customers I will respect your rights and choices I will be sensitive and discreet in how I give you information and handle your information I will keep my language jargon free Having listened carefully, I will respond to your query in a helpful way, taking responsibility for resolving it for you

16. iCARE Customer Care Standards ValueHuman Rights Standard iCARE customer care standard Our promise to you….. Quality We will provide safe effective personalised care to the highest standard, providing information to support service users and their carers to make informed choices Fairness Patients and service users have information to make choices Staff feel confident in giving appropriate and sensitive information I will be supportive and be non-judgemental in my approach I will ensure you have the relevant information to allow you to make a decision I will work to best practice where possible and strive to improve standards

17. iCARE Customer Care Standards ValueHuman Rights Standard iCARE customer care standard Our promise to you….. Caring We will deliver our services with respect, compassion and understanding where people are values and we will act in their best interest. Respect Patients and service users feel value and heard Staff respect patient and customer differences I will respect your views and build your trust through honesty, openness, reliability and consistency. I will give you my time and attention I will treat you as an individual

18. iCARE Customer Care Standards ValueHuman Rights Standard iCARE customer care standard Our promise to you….. Ethical Promoting a culture of dignity and respect we will make morally sound, fair and honest decisions and be openly accountable. We will commit to investing wisely whilst being socially and environmentally responsible Dignity Patients and service users understand what is happening to them Staff observe equalities, have an increased awareness of other peoples opinions and `map of the world` I will work in a respectful and dignified manner at all times I will explain my actions and explain to you what is happening I will adapt my approach to you, taking into consideration, and valuing, your requirements and opinions I will be fair and honest in my approach and my decisions

19. iCARE Customer Care Standards ValueHuman Rights Standard iCARE customer care standard Our promise to you….. Commitment Throughout actions and commitment we will strive to make positive difference to peoples lives. We will value our staff, the commitment and contributions they make Autonomy Patients and service users are able to express their needs and are supported. Staff understand how people see them and can effectively undertake difficult conversations I will make a personal commitment to provide you with the best service that I can give I will maintain a positive approach and go the extra mile to ensure your experience is positive

20. Customer Care An opportunity – to care for and care about our customers A challenge - to meet and exceed customer expectations A chance – for you to create the right impression for both yourself and BCHC

21. How to we listen What is happening in the NHS / your area of work? What matters? What is driving improvements to the way you do your job? How can / does engagement and involvement make a difference? Which techniques would work for you?

22. What do we do with what people tell us Engagement Cycle

23. Patient Experience Team Associate Director of Patient Experience Patient Experience Manager Divisional Patient Experience Leads Public Engagement & Patient information Lead Engagement Officer Carer Support and Patient Information Lead Divisional Patient Experience Officers Information Officers Carer Support Officers Interpreting Team Administration team

24. iCARE @BCHC The way we treat each other The way we treat our patients

25. Magic moments

26. Thank you!